Lois Rubin G.
The endless journey of getting my glasses
First, my customer service guy, Brian, is genuinely nice and tried to be helpful but this has been a terrible experience. On Nov 27, I sent three pair of glasses for new lenses. I expected the holidays to slow down processing. After 5 weeks, I got two pair of glasses back. One pair was fine. The other was someone else’s prescription..When I complained, they tried to blame it on me. They “investigated “ for another week or so then finally sent me a return label. They told me the lenses were cut and they’d just have to put them in the frames. Quick turnaround they said. I’m still waiting. The third pair of glasses was being held up because it didn’t “meet their quality standards” .. twice. I finally got them, last week and they’re fine after 6 weeks. The pair that had to be returned is in their hands but no report on progress. Awful experience. It’s a good thing Brian was nice or I would have given you zero stars.
Response from LensDirect.comJan 16, 2026
Hi Lois, I am so incredibly sorry for the delay with your order, and more importantly, I am sorry for any misunderstanding that made you feel at fault—that was never our intention. During our final quality check, we noticed a small scratch on one of your lenses during the cutting process. Because progressive lenses are custom-crafted and not something we keep "off the shelf," we had to reorder a brand-new lens from our lab to ensure your vision is crystal clear. It is taking a little longer than usual because we refuse to send you anything less than excellence. We are working hard to get these finished, and one of our Customer Happiness representatives will be reaching out to you personally very shortly with an update. Thank you for your patience while we get these just right for you.